Synchronize interaction attributes with Salesforce activity records

The PureCloud for Salesforce integration gives you the option to synchronize interaction attributes with Salesforce activity records on inbound and outbound interactions. Synchronizing interaction attributes allows you to store any interaction attributes on Salesforce activity records. If interaction attributes change, even after disconnection, the data remains in sync between the interaction and the Salesforce activity record.

Lightning Experience does not allow PureCloud for Salesforce to save interaction attributes to fields that the Salesforce user does not have access to. For example, you configure PureCloud for Salesforce to save the queue name to a custom field but do not make the custom field visible to agents. As a result, Salesforce does not save the queue name to the custom field in reports.

To configure the synchronization of attributes with Salesforce activity records, follow these steps:

For each interaction attribute that you would like to map, create a custom field in Salesforce on the Activity object. See Create Custom Fields in the Salesforce documentation.

Unique ID for each agent associated with a particular interaction. For example, an interaction that is transferred from one agent to another agent produces two participant IDs. One ID is for the original agent. A second ID is for the agent that received the transfer.

Indicates the interaction direction (Inbound, Outbound, or Internal). All interactions that are placed to or received from an extension on the same server as the agent are considered internal.

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Empty field for any notes taken during the interaction.

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Displays the name from the Salesforce record that pops when the interaction connects or the name from which a click-to-dial call was made, such as a contact or lead. If multiple records match, this field is a list in the client; the agent must select a record from the list.

If the agent navigates to a different account, opportunity, campaign, case, or custom object record while the interaction is live, that record is dynamically added to the list; the agent must select a record from the list.

Note: To ensure that interaction logs can be saved for custom objects, select Allow Activities when creating the custom object in Salesforce.

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